Mental Health Administrative Call Handler

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Main Duties and Responsibilities  

Receiving and managing calls to the service from both service users and professionals using a telecommunication system. This includes changing of appointments and transferring calls to the clinical team. Listening to and answering voicemails and responding to these timely. Occasionally required to deal with difficult situations/circumstances via the telephone and video call. 

Respond to emails, referrals and other contacts from service users and professionals and handling these as required, to coordinate care according to agreed protocols and pathways. Communications received can be for our Healthy Child Programme, Speech and Language Therapy or Mental Health. Offering Signposting and guidance to Digital platforms and partner agencies where applicable.  

Contacting service users for information gathering to support service users’ referrals and apply communication skills to deal with highly sensitive and emotional issues on a frequent and unpredictable basis. 

Act on own initiative to prioritise and plan own workload to meet service level agreements and key performance indicators, and will reflect on and improve own performance, supporting change management and improvements to procedures and service developments. 

When handling contacts and referrals recognising the extent of their competency and identifying when referral to a clinician is required in accordance with agreed standard operating procedures. 

Recording details of all contacts with service users and other professionals using SystmOne (S1) and other digital platforms as appropriate. 

Ensuring that follow up actions from calls, emails, correspondence, referrals and other contacts are progressed efficiently and effectively. 

Completing administration tasks on clinical systems such as S1, including for instance scanning onto patient records, registering antenatal notifications, checking tasks, updating service user information, oversight and action requests of digital/virtual consultation platforms, running routine reports and registering service users who are accessing the service.  

Participate in on-the-job training for new appointed staff as and when required under the direction of the leadership team. 

Completing the administration for service users who have transferred into or out of the county. 

Booking and rearranging contacts for Norfolk and Waveney CYP team as required,  e.g. new birth visit, 6-8 week check and speech and language appointments etc. 

In addition, the Just One Number Administrative call handler will undertake administrative tasks as part of a team in some of the following areas: 
a. Actioning blood spot requests, virtual clinic drop ins, SystmOne support, spreadsheet maintenance and document archives in line with agreed standard operating procedures -  including: 
    Inputting data 
    Preparing and sending letters 
    Performing quality control by checking data and correspondence  
    Booking appointments and responding to emails  
    Accessing a digital platform  
    Attending meetings with colleagues  
    Using basic functions in Microsoft Excel  
    Minute taking 
b. Supporting administrative elements related to safeguarding in line with agreed standard operating procedures 

Within this role you may be required to support wider service delivery for Norfolk and Waveney with administrative tasks.

Communication  

Acting as the first point of contact for service users and professionals and providing and receiving all communications efficiently and effectively, demonstrating a customer service attitude, especially where there may be barriers to understanding or contentious discussions. 

Using tact and diplomacy to deescalate emotive situations. 

Acting in accordance with the Trust’s complaints procedure where required.  

Maintaining positive relationships and communicating with colleagues across the service and with partner services.  

The post holder will be required to handle sensitive information provided by service users and professionals in a confidential manner.

Providing and receiving routine information from the following:

Managers at all levels throughout East of England Community Health and Care NHS 
Trust (EEC)
EEC employees
Service users
Contribute to EEC’ internal communication strategies ensuring effective two way communication and engagement within the organisation

Budgetary Responsibility  

May order stationery, maintains stock control. 

Authorised requisitioner on Oracle, responsible for ordering and receipt of goods for the locality.

Clinical and Practice Governance

Observe and maintain strict confidentiality with regards to any patient/family/staff/records and information in line with the requirements of the Data Protection Act.

Any data that is taken/shared as part of a phone call or transported, faxed or transferred electronically must be undertaken with regard to the Trust Information Governance and Information Security policies.  

The post holder must adhere to the Trust risk assessment and risk management processes.

The post holder must adhere to infection control policies and procedures
Undertake mandatory training and any other training relevant to the role as required by East of England Community Health and Care NHS Trust.

The post holder must participate in clinical and other audits as required
Provide patients and their families /carers with information on standards they should expect from the team.  

The post holder is required to participate in relevant emergency preparedness process for their team.  

Safeguarding people responsibility

Safeguarding children and adults at risk of abuse or neglect is a collective responsibility.

There is an expectation that all staff develop and maintain their role relevant safeguarding people competencies and comply with local safeguarding partnerships practice. Alongside this employee who are registrants are reminded of their professional duty of care.

Safeguarding means protecting a citizen’s health, wellbeing and human rights; enabling them to live free from harm, abuse and neglect. It is an integral part of providing high-quality health care.

Those most in need of protection include: 
Children and young people 
Adults at risk, such as those receiving care in their own home, people with physical, sensory and mental impairments, and those with learning disabilities. 
 
The post holder must at all times carry out their duties with regard to East of England Community Health and Care NHS Trust Workforce Diversity and Inclusion Policy. 
 
To be aware of the responsibilities of all employees to maintain a safe and healthy environment for patients, visitors, and staff. This includes fire safety and building security. 
 
All post holders must adhere to the code of conduct on confidentiality and be aware of and adhere to all Trust policies and procedures. 
 
This job description is intended only as a guide to the range of duties involved. The post holder will need to be flexible and adaptable in order to respond to other duties that may be required from time to time and the changes and developments within the Trust.